Supporter care

Our supporter care charter

With your support, and the support of many before you, BMS World Mission has been used by God to demonstrate his love, and to bring hope and transformation across the world since 1792. Thanks to you, we continue to be able to work on four continents, in some of the world’s toughest places, serving amongst some of the most marginalised and least evangelised communities and standing with people who have been forced to leave their homes as a result of conflict, environmental catastrophe, persecution and injustice.

Thank you for your faithful support. Thank you for being part of the BMS family. Thank you for joining together with us, led by his Spirit, to see people come to a living faith in Christ and experience the abundant life that only he can bring.

Your relationship with us is truly appreciated

• Our aim is to ensure that, in everything we do, we demonstrate our care for you

• We will treat you as an individual and not a number

• We will always ensure that your gifts really make a difference and will always be ready to share how your gift has been used

• Because we value every person who contacts us, we will strive to provide resources that will inspire and encourage you

Your valued support will always be recognised. Every gift we receive matters to us, and we promise your gift will be:

• Efficiently processed

• Used in the manner you wish

• Gift Aided (where applicable)

• Acknowledged

You will be treated with respect

• Your opinions and ideas are always highly valued, so please do contact us to share your thoughts

• We will be polite whenever we speak with you and will not pressure you

• We will not sign you up to anything if you are confused about who we are or what we do

• Our supporter care team are trained and prepared to respond in the most appropriate way if we become aware that one of our supporters is vulnerable in any way, and we take extra steps to ensure we are engaging with them in the most helpful way we can

• If you tell us you do not want to be contacted in a certain way, we will honour your request

Our commitment to you

• We adhere to the Code of Fundraising Practice set by the Fundraising Regulator

• We comply with the relevant charity law, fundraising law, and the data protection regulations. You can find out more about this here

• We monitor our fundraisers, volunteers and any third parties who work for us to ensure that they always adhere to our high standards

• We will ask you how you want to hear from us about our work and appeals. If you want to stop hearing from us, just email, phone or write, or click on the link in our emails. We will always act, so please feel confident in contacting us at any time

• We will keep your personal information secure and will only use it in line with our privacy policy and based on your indicated preferences

• We will not share your details with other charities or sell them to businesses or third parties

• We will always be honest and open with you

• We will tell you what we do and will honour what we say we are going to do

• Despite our best efforts, there will be times we make mistakes and if we have, we will admit it and will ensure we put things right

• We will always aspire to keep you informed about the amazing work you are involved in and be truthful in those communications

Your feedback is important to us and we take it seriously

Your opinions and feedback are important to us and any compliments and complaints will be carefully considered.
If you would like to get in touch, please either email supportercare@bmsworldmission.org or call 01235 517610.
We hope you won’t need to, but in the event you wish to make a complaint, please visit this link to find out how.
Thank you once again for standing with the most marginalised and least evangelised people in the world. It is together with the support of UK Christians, individuals and churches, that we seek to make a better world through Christ’s grace.
This charter will be reviewed annually by the Board of Trustees and updated as required.

August 2020

Our Fundraising Promise

This promise outlines the commitment made to donors and the public by fundraising organisations which register with the Fundraising Regulator. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful.

The standards for fundraising are set out in the Code of Fundraising Practice.

We will commit to high standards

• We will adhere to the Fundraising Code of Practice.

• We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise.

• We will comply with the law as it applies to charities and fundraising.

• We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice.

We will be clear, honest and open

• We will tell the truth and we will not exaggerate.

• We will do what we say we are going to do with donations we receive.

• We will be clear about who we are and what we do.

• We will give a clear explanation of how you can make a gift and change a regular donation.

• Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.

• We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.

• We will ensure our complaints process is clear and easily accessible.

• We will provide clear and evidence based reasons for our decisions on complaints.

We will be respectful

• We will respect your rights and privacy.

• We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision.

• We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.

• Where the law requires, we will get your consent before we contact you to fundraise.

• If you tell us that you don’t want us to contact you in a particular way we will not do so. We will work with the Telephone, Mail and Fundraising Preference Services to ensure that those who choose not to receive specific types of communication don’t have to.

We will be fair and reasonable

• We will treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs.

• We will take care not to use any images or words that intentionally cause distress or anxiety.

• We will take care not to cause nuisance or disruption to the public.

We will be accountable and responsible

• We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.

• If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.

• We will have a complaints procedure, a copy of which will be available on our website or available on request.

• Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.

• We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

For a copy of our latest Annual Report with detailed spending information, go to our Impact page.

Should you have any concerns about the way we fundraise, please contact us:

Email:  supportercare@bmsworldmission.org
Phone:  01235 517611
Write to: Funding Team Leader, BMS World Mission, PO Box 49, Didcot, OX11 8XA.